This document summarizes a research study that examined the influence of customer relationship management (CRM) on product quality, competitive advantage, and marketing performance of small food businesses in East Java, Indonesia. The study found that CRM positively influences product quality, competitive advantage, and marketing performance. Product quality and competitive advantage also positively influence marketing performance. However, product quality was not found to influence competitive advantage. The study concluded that small food businesses should focus on product quality that meets customer tastes in order to improve their competitive advantage and marketing performance.
Comparison on ads or not? Influence of Referent on Advertising EffectivenessWaqas Tariq
This study explores how consumers distinguish different products and how to achieve advertising effectiveness. An experiment of 2(high/low ideal brands)x2(with/without comparisons)=4 mixed designs was conducted to verify the advertising effect influenced by the present of comparisons on ads with respect to high/low ideal brands. 50 subjects per design and 200 effective samples were evaluated under descriptive statistics and two-way ANOVA test. The study concludes: the present of comparisons on ads ameliorates Brand Attitude and Advertising Attitude regardless of high/low ideal brand. However, Purchase Intention was not significantly influenced by comparisons on ads.
Impact of Marketing Strategy on Business Performance A Study of Selected Smal...IOSR Journals
This research paper investigates the impact of marketing strategy on business performance with special reference to the selected SMEs in Oluyole local government area Ibadan, Nigeria. The survey research design method was used in this study which involves using a self-design questionnaire in collecting data from one hundred and three (103) respondents. The instrument used in this study is a close-ended questionnaire that was designed by the researchers. Correlation coefficient and multiple regression analysis were used to analyze the data with the aid of statistical package for social sciences (SPSS) version 20. The results show that the independent variables (i.e Product, Promotion, Place, Price, Packaging and After sales service) were significant joint predictors of business performance in term of profitability, market share, return on investment, and expansion.(F(6, 97) = 14.040; R2 = 0.465; P< .05). The independent variables jointly explained 46.5% of variance in business performance. Subsequently, recommendation were made to SMEs operators to produce quality products; charge competitive prices, position appropriately, use attractive package for the product, engage in after sales service and provide other distinctive functional benefits to consumers.
Customer experience in supermarkets and hypermarkets – A comparative studyiosrjce
IOSR Journal of Business and Management (IOSR-JBM) is a double blind peer reviewed International Journal that provides rapid publication (within a month) of articles in all areas of business and managemant and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications inbusiness and management. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
A concept based model for product development in the emerging marketeSAT Journals
Abstract Emerging market like Asia and Africa are opening a big room of opportunities to do business. The companies which are already globally recognized have started acknowledging this issue and they are making their product and business strategies according to the user perceptions of these growing markets. In these markets where the bigger players are already present, how the local players and new companies can survive and harness the market profits in this competitive environment. This research work provides a conceptual model which can help the local and new companies in increasing their market share and profits within a short time period. This model listen’s the voice of customer and it also accounts the market trend, while designing or planning a product. Multi-factor evaluation process (MFEP) is used in this product development model and an exploratory example of mobile product is also given to clarify the implementation of this model. Keywords= Product technical specifications, New product development, Product design strategy, Voice of customer, Multi- Factor evaluation process (MFEP)
This research aims at identifying the impact of excellence in drawing up the following four marketing mix strategies (Product, Pricing, Promotion and Distribution) of the small and medium enterprises in Jordan, in terms of their marketing performance in its dimensions (Sales Growth, Profit Growth, Customer Attraction and Customer Retention).In order to reach the results of this study, A total of (187) valid questionnaire surveys were collected from companies belong to the SME Association in Jordan. The Statistical Package for the Social Sciences (SPSS) approach was used to analyze the collected data. The empirical results indicated there is a significant relationship between the building of marketing strategies of the marketing mix elements in the Jordanian SME and their marketing performance, by (sales growth, profit growth, customer attraction, and customer retention) dimensions. Consequently, decision makers in small and medium organizations need to choose strategies based on their target market to the positive impact on the mind of the consumer, which in turn could improve modern scientific methods in SME to divide their markets into sub-market sectors.
This study investigated the effect of product redesign on consumer brand loyalty in developing
countries drawing evidence from selected manufacturing firms in South East Nigeria. Further, it sought to
assess the components of product redesign applied by firms and examine the extent to which they affect
customers brand loyalty. The study adopted the survey research design using questionnaires for data collection.
A proportional stratified random sample of 553 staff of manufacturing firms was drawn from a population of
7112. Spearman rank order correlation coefficient was used to test the reliability of the instrument given a
coefficient of 0.83.
Comparison on ads or not? Influence of Referent on Advertising EffectivenessWaqas Tariq
This study explores how consumers distinguish different products and how to achieve advertising effectiveness. An experiment of 2(high/low ideal brands)x2(with/without comparisons)=4 mixed designs was conducted to verify the advertising effect influenced by the present of comparisons on ads with respect to high/low ideal brands. 50 subjects per design and 200 effective samples were evaluated under descriptive statistics and two-way ANOVA test. The study concludes: the present of comparisons on ads ameliorates Brand Attitude and Advertising Attitude regardless of high/low ideal brand. However, Purchase Intention was not significantly influenced by comparisons on ads.
Impact of Marketing Strategy on Business Performance A Study of Selected Smal...IOSR Journals
This research paper investigates the impact of marketing strategy on business performance with special reference to the selected SMEs in Oluyole local government area Ibadan, Nigeria. The survey research design method was used in this study which involves using a self-design questionnaire in collecting data from one hundred and three (103) respondents. The instrument used in this study is a close-ended questionnaire that was designed by the researchers. Correlation coefficient and multiple regression analysis were used to analyze the data with the aid of statistical package for social sciences (SPSS) version 20. The results show that the independent variables (i.e Product, Promotion, Place, Price, Packaging and After sales service) were significant joint predictors of business performance in term of profitability, market share, return on investment, and expansion.(F(6, 97) = 14.040; R2 = 0.465; P< .05). The independent variables jointly explained 46.5% of variance in business performance. Subsequently, recommendation were made to SMEs operators to produce quality products; charge competitive prices, position appropriately, use attractive package for the product, engage in after sales service and provide other distinctive functional benefits to consumers.
Customer experience in supermarkets and hypermarkets – A comparative studyiosrjce
IOSR Journal of Business and Management (IOSR-JBM) is a double blind peer reviewed International Journal that provides rapid publication (within a month) of articles in all areas of business and managemant and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications inbusiness and management. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
A concept based model for product development in the emerging marketeSAT Journals
Abstract Emerging market like Asia and Africa are opening a big room of opportunities to do business. The companies which are already globally recognized have started acknowledging this issue and they are making their product and business strategies according to the user perceptions of these growing markets. In these markets where the bigger players are already present, how the local players and new companies can survive and harness the market profits in this competitive environment. This research work provides a conceptual model which can help the local and new companies in increasing their market share and profits within a short time period. This model listen’s the voice of customer and it also accounts the market trend, while designing or planning a product. Multi-factor evaluation process (MFEP) is used in this product development model and an exploratory example of mobile product is also given to clarify the implementation of this model. Keywords= Product technical specifications, New product development, Product design strategy, Voice of customer, Multi- Factor evaluation process (MFEP)
This research aims at identifying the impact of excellence in drawing up the following four marketing mix strategies (Product, Pricing, Promotion and Distribution) of the small and medium enterprises in Jordan, in terms of their marketing performance in its dimensions (Sales Growth, Profit Growth, Customer Attraction and Customer Retention).In order to reach the results of this study, A total of (187) valid questionnaire surveys were collected from companies belong to the SME Association in Jordan. The Statistical Package for the Social Sciences (SPSS) approach was used to analyze the collected data. The empirical results indicated there is a significant relationship between the building of marketing strategies of the marketing mix elements in the Jordanian SME and their marketing performance, by (sales growth, profit growth, customer attraction, and customer retention) dimensions. Consequently, decision makers in small and medium organizations need to choose strategies based on their target market to the positive impact on the mind of the consumer, which in turn could improve modern scientific methods in SME to divide their markets into sub-market sectors.
This study investigated the effect of product redesign on consumer brand loyalty in developing
countries drawing evidence from selected manufacturing firms in South East Nigeria. Further, it sought to
assess the components of product redesign applied by firms and examine the extent to which they affect
customers brand loyalty. The study adopted the survey research design using questionnaires for data collection.
A proportional stratified random sample of 553 staff of manufacturing firms was drawn from a population of
7112. Spearman rank order correlation coefficient was used to test the reliability of the instrument given a
coefficient of 0.83.
DRIVING PRODUCT SALES PERFORMANCE BY ANALYSING PRODUCT PRELAUNCH IN A LINGUIS...kevig
This paper uses a natural linguistics analytic approach, by studying product prelaunch events’ script, to investigate the determinants of driving the product sales based on customer values framework as well as “Nextopia” consumer psychology. This research contributes to the theoretical framework of identifying the customer values, which have impacts on the product sales. Moreover, we investigate how product sales be driven by the optimism attitude and affective forecasting feeling, which are vocal during product prelease events. Through the study of analysing the essential words, which represent the underlying customer values from the script of Apple Inc. product prelaunch events, we found that product functional and experiential/ hedonic of customer values drive product sales. Induced affective forecasting message negatively moderated the impact of cost/ sacrifices values on product sales. In addition to the theoretical contributions, this research provides practical guidelines of how to shape the product prelaunch speech to maximize the sales of the to-be-released products.
The Relationship between Customer Knowledge Management, Customer Relationship...inventionjournals
ABSTRACT: This study was aimed to assess the relationship between customer knowledge management and customer relationship management, with organizational innovation and customer loyalty (for consumers and retailers of protein industry in Isfahan province). The statistical population consisted of all employees (1385 people) and customers of nine production and distribution groups of the protein products in Isfahan province. Corresponding to the number in each group, stratified random sampling was made based on the contributions made, and 451 questionnaires were analyzed regarding the number of people in each group. The findings showed that there was a significant correlation between customer loyalty and customer relationship management, customer knowledge management and organizational innovation (P<0.01). The values of effective coefficients; β, showed that for every unit increase in innovation, knowledge management, and customer relationship management, the customer loyalty was increased 0.332, 0.331 and 0.331 units, respectively. According to the results of this study, it could be suggested that the protein industry retailers, must incorporate knowledge based and relationship marketing tools, such as customer relationship management, and customer knowledge management, for implementing customer loyalty strategies. Results of this study showed that organizational innovation should be considered as the first priority for implementing loyalty strategies of the organization.
Marketing capabilities and innovation-based strategies for environmental sustainability: An exploratory investigation of B2B firms by
Babu John Mariadoss a,1, Patriya Silpakit Tansuhaj a,1, Nacef Mouri
The purpose of research is to develop a comprehensive model by measuring the influence of product
quality, price and brand image on customer satisfaction through purchasing decisions. The research applies a
descriptive research design using survey methods. Sampling technique uses convinient sampling. Research data
processing uses the structural equation modeling
Data Science Project on Brand Health Track.
o Primary Objective: To measure the Health of Leading Fashion Brands.
o Secondary Objective: To identify the key drivers that make a difference in Consumers Brand Choice and Purchase Behavior.
o Brands: WESTSIDE, SHOPPERS STOP, LIFESTYLE, PANTALOONS, CENTRAL, FBB.
o Questionnaire Preparation and Conduct Survey to collect Primary Data for analysis. (In Progress)
o Final Outcome: Represent Brand Health Data and Key Research findings using visualization and Shiny App.
ARF Review of Brand Keys' Brand Engagement Measurement MetricsBrand Keys
The Advertising Research Foundation's review of Brand Keys' brand engagement measurement methodology.
Our methodological framework is considered the most effective means of predicting sales and subsequent changes in real-world consumer behavior by the Advertising Research Foundation.
The purpose of this study is to find out how service quality, brand image, and product quality
affect customer loyalty through customer satisfaction. This study is a census-based study, the object of research
used in this study were 100 respondents
DRIVING PRODUCT SALES PERFORMANCE BY ANALYSING PRODUCT PRELAUNCH IN A LINGUIS...kevig
This paper uses a natural linguistics analytic approach, by studying product prelaunch events’ script, to investigate the determinants of driving the product sales based on customer values framework as well as “Nextopia” consumer psychology. This research contributes to the theoretical framework of identifying the customer values, which have impacts on the product sales. Moreover, we investigate how product sales be driven by the optimism attitude and affective forecasting feeling, which are vocal during product prelease events. Through the study of analysing the essential words, which represent the underlying customer values from the script of Apple Inc. product prelaunch events, we found that product functional and experiential/ hedonic of customer values drive product sales. Induced affective forecasting message negatively moderated the impact of cost/ sacrifices values on product sales. In addition to the theoretical contributions, this research provides practical guidelines of how to shape the product prelaunch speech to maximize the sales of the to-be-released products.
The Relationship between Customer Knowledge Management, Customer Relationship...inventionjournals
ABSTRACT: This study was aimed to assess the relationship between customer knowledge management and customer relationship management, with organizational innovation and customer loyalty (for consumers and retailers of protein industry in Isfahan province). The statistical population consisted of all employees (1385 people) and customers of nine production and distribution groups of the protein products in Isfahan province. Corresponding to the number in each group, stratified random sampling was made based on the contributions made, and 451 questionnaires were analyzed regarding the number of people in each group. The findings showed that there was a significant correlation between customer loyalty and customer relationship management, customer knowledge management and organizational innovation (P<0.01). The values of effective coefficients; β, showed that for every unit increase in innovation, knowledge management, and customer relationship management, the customer loyalty was increased 0.332, 0.331 and 0.331 units, respectively. According to the results of this study, it could be suggested that the protein industry retailers, must incorporate knowledge based and relationship marketing tools, such as customer relationship management, and customer knowledge management, for implementing customer loyalty strategies. Results of this study showed that organizational innovation should be considered as the first priority for implementing loyalty strategies of the organization.
Marketing capabilities and innovation-based strategies for environmental sustainability: An exploratory investigation of B2B firms by
Babu John Mariadoss a,1, Patriya Silpakit Tansuhaj a,1, Nacef Mouri
The purpose of research is to develop a comprehensive model by measuring the influence of product
quality, price and brand image on customer satisfaction through purchasing decisions. The research applies a
descriptive research design using survey methods. Sampling technique uses convinient sampling. Research data
processing uses the structural equation modeling
Data Science Project on Brand Health Track.
o Primary Objective: To measure the Health of Leading Fashion Brands.
o Secondary Objective: To identify the key drivers that make a difference in Consumers Brand Choice and Purchase Behavior.
o Brands: WESTSIDE, SHOPPERS STOP, LIFESTYLE, PANTALOONS, CENTRAL, FBB.
o Questionnaire Preparation and Conduct Survey to collect Primary Data for analysis. (In Progress)
o Final Outcome: Represent Brand Health Data and Key Research findings using visualization and Shiny App.
ARF Review of Brand Keys' Brand Engagement Measurement MetricsBrand Keys
The Advertising Research Foundation's review of Brand Keys' brand engagement measurement methodology.
Our methodological framework is considered the most effective means of predicting sales and subsequent changes in real-world consumer behavior by the Advertising Research Foundation.
The purpose of this study is to find out how service quality, brand image, and product quality
affect customer loyalty through customer satisfaction. This study is a census-based study, the object of research
used in this study were 100 respondents
7. hapzi ali, et al., 2016, mercu buana univversity,ijer scopusHapzi Ali
Prof. Dr. Hapzi Ali, CMA
Universitas Mercu Buana (Mercu Buana University), Jakarta Indonesia
Bidang Ilmu: Marketing & Business Management, Research Method, MIS, Good Corporate Governance
www.mercubuana.ac.id.
email: hapzi.ali@gmail.com, hapzi.ali@mercubuana.ac.id
The Influence Of Relationship Marketing On Switching Barrier, Customer Satisf...inventionjournals
This study was aimed at testing and analyzing influence of relationship marketing on switching barrier, customer satisfaction, customer trust, and customer retention. The study was conducted with respondents of 141 Emerald BNI BANK customers in Indonesia. Data were collected by using instruments of questionnaires. The test on the model was done using structural equation model analysis with GSCA approach. Switching barrier significantly influenced on customer satisfaction and customer trust. Furthermore, customer satisfaction and customer trust significanly influenced on customer retention. Partially, it was identified that variable of customer trust was the most dominant variable influencing on the customer retention.
International Journal of Business and Management Invention (IJBMI)inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online
Marketing Mix and Service Quality Effect on Customer Satisfaction and Loyalty...QUESTJOURNAL
ABSTRACT: This study aims to test and empirical analysis the marketing mix and service quality effect on customer satisfaction and customer loyalty, research was conducted in 26 branches in Sulawesi a population of about 16 212 customers of PT. HadjiKalla in Sulawesi who purchase Toyota cars for 2015 with a sample of 390 customers. The results of the analysis of structural equation modelusing AMOS version 20 provide evidence that marketing mix has a positive and significant effect on customer satisfaction and customer loyalty. Service quality is positive and significant effect on customer satisfaction, but insignificant effect on customer loyalty. Customer satisfaction has a positive and significant effect on customer loyalty. Marketing mix and service quality has a significant on customer loyalty as a mediated customer satisfaction. The practical implication of this study provide increased knowledge and understanding of the customer and the company's management in Sulawesi in increasing customer loyalty through marketing mix, service quality and customer satisfaction. Limitations of this study on a sample size using only the customers car brands Toyota and just carried on Sulawesi area that may limit generalizability of the research findings. Originality of this study provide the basis for the development configuration modeling using structural equation model and conceptual models that prove marketing mix and service quality on customer loyalty as a mediated customer satisfaction in previous research done separately. The mediating role of customer satisfaction is proven to increase customer loyalty to the highway.
CUSTOMERS PERCEPTION TOWARDS CRM PRACTICES ADOPTED BY PUBLIC SECTOR BANKS IN ...IAEME Publication
The CRM practices are adopted to generate better understanding of the customers for product development, segmentation, appropriate targeting, campaign management and maintenance of long term profitable and mutually beneficial relationships with customers. A very small proportion of its potential has been utilized. Today's banking is known as Innovative banking. Driven by new technologies, changing customer preferences, and increased competition, banks have taken to heavy investments in new distribution channels like advance automated teller machines, telephone systems, and online banking, etc. The research work is an empirical study intended to explore the technological revolution that the commercial banks witnessed and how far it has benefited banks to build better customer relationship management (CRM) services of public sector banks.
The loyalty from consumers will make the company stronger to survive in the midst of competition
with competitors. The company loyalty is influenced by several factors such as price, image of company and
promotion. Therefore the purpose of this study was to describe customer loyalty, price, image of company and
promotion and determine the effect of
International Journal of Business and Management Invention (IJBMI)inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online
The strong brand equity value has turned into an exceptionally critical element that influences
customers' behaviour of a brand. Success brand management climbs from understanding and overseeing brand
equity fittingly to create the characteristics that will impact customers' behaviour when settling on their decisions.
The study makes use of primary and secondary data relating to consumers’ behaviour and brand equity. Data
collected from 100 customers from two major cities in odisha. Convenient sampling method is adopted for the
selection of samples. This paper stresses on the examination of the effect of purchaser behaviour and brand equity
dimensions on purchase of durable products. Spearman's Correlation Coefficient is used for analysis and
interpretation in order to study the difference among the purchase value of durable goods, consumer’s buying
behaviour of durable goods, brand awareness, brand image, perceived quality, brand association and brand
loyalty
The strong brand equity value has turned into an exceptionally critical element that influences customers' behaviour of a brand. Success brand management climbs from understanding and overseeing brand equity fittingly to create the characteristics that will impact customers' behaviour when settling on their decisions. The study makes use of primary and secondary data relating to consumers’ behaviour and brand equity. Data collected from 100 customers from two major cities in odisha. Convenient sampling method is adopted for the selection of samples. This paper stresses on the examination of the effect of purchaser behaviour and brand equity dimensions on purchase of durable products. Spearman's Correlation Coefficient is used for analysis and interpretation in order to study the difference among the purchase value of durable goods, consumer’s buying behaviour of durable goods, brand awareness, brand image, perceived quality, brand association and brand loyalty.
The Role of Customer Relationship Management (CRM) in Improving Customer serv...AJSSMTJournal
This study aimed at identifying Customer Relationship Management (CRM) in improving customer services (responding time,
customer experience and product diversity) in the Cairo Amman Bank (CAB). The authors employed a predictive-descriptive
approach to identify the level of CRM at CAB. Male and female employees at CAB (No.327) participated in the study. A
questionnaire prepared to measure the role of CRM in improving customer services was implemented. Means, standard
deviations, multiple linear regression and 1-Way ANOVA analyses were used to examine the data. CRM from the perspective
of CAB employees scored a high level at overall test. Customer services level from the perspective of the employees at CAB
and its dimensions scored high. The predictive model of CRM and customer services from employee’s perspective was
statistically significant. Based on these results, the authors recommend ACB to take more interest in improving its CRM to
obtain customers satisfaction by encouraging customers to provide the company with feedback that improves the services
provided to them.
Customer Relationship Management and Banking Sector Market Share performanceinventionjournals
The influence of customer relationship management (CRM) on Nigeria banking sector market share performance is the focus of this study. It examined the influence of customer identification, customer retention and technology on customer relationship management and banks market share performance. The ever increasing competition and dynamics in the market place and the need for banks to survive, grow and meet the stakeholders objectives calls for a meaningful long lasting relationship between marketers and all other stakeholders in the organisation. The population of this study consists of all 617 headquarters employees of the 21 deposit money banks in Port Harcourt metropolis that is registered with Nigeria Deposit Insurance Corporation (NDIC); while the sample size of 243 determined through the Tara Yamani formula. Questionnaire was used as an instrument for primary data collection. The Spearman’s Rank Order Correlation was the statistical technique employed for hypothesis testing in the statistical package for social sciences (SPSS) version 17. The findings of this study revealed that there is significant relationship between customer identification, retention, and market share; while technology positively influence CRM and bank market share performance. Customer identification and retention are dimensions of CRM, while market share is the measure of performance, with technology as moderating variable influence between CRM as a measure of bank performance. It is therefore noted that banks will have better competitive advantage when all relevant stakeholders appreciate and demonstrate these customer relationship management strategies with a view of achieving the desired corporate objectives.
This study examines the effect of the trademark on consumer behavior of consumers of air conditioners in Sudan, in order to know the dimensions of the trademark that affect consumer behavior in Sudan, and provide information to companies on the dimensions of the trademark that affect the purchasing decision of the customer and contribute to customer satisfaction. The study adopted descriptive analytical method using a sample of 230 individuals who consume air conditioners in Sudan. The results showed that there is a positive significant relationship between the trademark of air conditioning and consumer behavior as well as a positive significant relationship between the trademark name of air conditioning and consumer behavior and finally there is a positive significant relationship between the trademark logo and consumer behavior.
Build Customer Loyalty with CRM and Brand Image (Case Study on Giant Citra Raya)IOSRJBM
Giant Customer Citra Raya Tangerang over the last five years (2011-2015), had a significant decrease. The decrease is due to customers by many factors including the quality of kerelasian with customers (CRM) is not good and the products or services on offer does not corresponds to the expectations of customers, so the Brand Image decreased. The sampling method non-probability sampling (samples are not random). The sampling technique accidental sampling (how unintentional), where researchers have the freedom to choose who sampled according to the requirements of the existing population. The research method is a survey method. Customers population average of 2,070,823 / 12/30 = 5752 per day, with a sample of 152 respondents Slovin method. Method of quantitative analysis by means of multiple linear regression analysis followed by analysis test of determination (R Square), testing the hypothesis partially (t test) and simultaneous (test F) the error tolerance level of 5 percent. The results of the research that CRM and Brand Image positive and significant impact on the Customer Loyalty, either partially or simultaneously. Cusomer Loyalty can be built with CRM and brand image, the better CRM and Brand Image in perceived by customers the more loyal customers at Giant Citra Raya. CRM and Brand Image can explain Customer Loyalty at 71.8 percent was 28.1 percent in perngaruhi sebsar other variables.
A Study on Customer Relationship Management at Yamaha Srinivasa Motors Puduch...ijtsrd
Most of the two wheeler industry focuses on customer relationship management these days. The first and foremost necessity is to satisfy the existing customers and make them come back for a repurchase of their products. This means Yamaha should concentrate on its customers. The aim of the study is to find the customer relationship management and brand loyalty at Yamaha Srinivasa Motors Puducherry. The relation between CRM and Brand Loyalty is also assessed. Primary and secondary data were used for the study. CRM questionnaire was used to collect primary data. Eighty samples are selected at random from a population of 100 customers. The data were analyzed using the spearmen coefficient of correlation and ANOVA. Suitable suggestions and conclusions were made from the findings of the study. Poorani. R | Arulselvi. T | Junojasmine. J "A Study on Customer Relationship Management at Yamaha Srinivasa Motors Puducherry" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-3 | Issue-6 , October 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29182.pdf Paper URL: https://www.ijtsrd.com/management/marketing/29182/a-study-on-customer-relationship-management-at-yamaha-srinivasa-motors-puducherry/poorani-r
Modern Database Management 12th Global Edition by Hoffer solution manual.docxssuserf63bd7
https://qidiantiku.com/solution-manual-for-modern-database-management-12th-global-edition-by-hoffer.shtml
name:Solution manual for Modern Database Management 12th Global Edition by Hoffer
Edition:12th Global Edition
author:by Hoffer
ISBN:ISBN 10: 0133544613 / ISBN 13: 9780133544619
type:solution manual
format:word/zip
All chapter include
Focusing on what leading database practitioners say are the most important aspects to database development, Modern Database Management presents sound pedagogy, and topics that are critical for the practical success of database professionals. The 12th Edition further facilitates learning with illustrations that clarify important concepts and new media resources that make some of the more challenging material more engaging. Also included are general updates and expanded material in the areas undergoing rapid change due to improved managerial practices, database design tools and methodologies, and database technology.
Artificial intelligence (AI) offers new opportunities to radically reinvent the way we do business. This study explores how CEOs and top decision makers around the world are responding to the transformative potential of AI.
The Team Member and Guest Experience - Lead and Take Care of your restaurant team. They are the people closest to and delivering Hospitality to your paying Guests!
Make the call, and we can assist you.
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Oprah Winfrey: A Leader in Media, Philanthropy, and Empowerment | CIO Women M...CIOWomenMagazine
This person is none other than Oprah Winfrey, a highly influential figure whose impact extends beyond television. This article will delve into the remarkable life and lasting legacy of Oprah. Her story serves as a reminder of the importance of perseverance, compassion, and firm determination.
1. American International Journal of Business Management (AIJBM)
ISSN- 2379-106X, www.aijbm.com Volume 2, Issue 4 (April - 2019), PP 72-80
*Corresponding Author: Soesanto www.aijbm.com 72 | Page
Influence of Customer Relations Management on Product Quality
and Competitive Advantages in Improving the Marketing
Performance of the Small Food Industry in East Java
Soesanto
(Lecturer at Al-Anwar Mojokerto College of Economics, Indonesia)
*Corresponding Author: Soesanto
ABSTRACT: The research objective was to find clarity about the influence of CRM on product quality,
competitive advantage and performance of the small food industry in Java, and researchers offered a
research model. The research approach is quantitative, explanatory. The population of this study is the
small-scale industrial food business owners in East Java. The research sample was 200 respondents and
the sampling method used a purposive method. The analysis technique uses SEM with Wrap PLS analysis
tools. The results showed clarity that: CRM has an effect on product quality, competitive advantage and
marketing performance. Product quality and competitive advantage affect marketing performance and
product quality that has not affected the competitive advantage of the small food industry. Therefore,
entrepreneurs in the small food industry should think about product quality according to market tastes.
KEYWORDS: Customer Relationship Management, Product Quality, Competitive Advantages, Marketing
Performance
I. INTRODUCTION
The use of information technology and cyber media is a powerful means to establish communication
with consumers in order to conduct customer relationship management (CRM) by companies. With
sophisticated information technology, companies and marketers can deal directly with consumers more
efficiently. The use of Cybermedia technology, will make all complaints can be answered right away and there
can be an interactive dialogue between producer-distributor and producer-consumer. Manufacturers can save a
database of distributors and customers. The use of the above methods is very efficient and effective in building
good relationships with consumers where companies do not need to make personal contact (face to face), but
enough with computer media, through websites, email, or chat.
Besides CRM, product quality can also be used as a strategic in achieving competitive advantage.
Product quality is a potential strategy weapon to defeat competitors. Capability of product quality to show
various functions of durability, reliability, accuracy and ease of use, so that product quality can be used as a
competitive advantage. Lakhal Research (2009); Prajogo (2007) proves that product quality is the company's
competitive advantage. Customers generally want high-quality products. For companies, success in creating
high-quality products shows that the company has made more strategic moves than its competitors. This
requires the intelligence of the company in exploring the desires of its customers so that the products they
produce in the end are in accordance with the wishes of the customers. Thus the quality of the product must
be maintained and even improved over time. While Li, Ling (2010) succeeded in proving the positive
influence between competitive advantage and marketing performance as measured by sales volume, profit
level, market share, and return on investment. Competitive advantage can be obtained from the company's
ability to process and utilize its resources and capital. Companies that are able to create competitive
advantage will have the power to compete with other companies because their products will remain in
demand by customers. Thus the competitive advantage has a positive influence on improving the company's
marketing performance (Im and Workman, 2014; Suchánek et al., 2014; Dunk, 2007).
The high level of competition that exists is not only felt by large companies, but also experienced by
small companies, including the small food product industry in Indonesia, especially in East Java Province. The
changes that occur in the small food production industry occur among them due to an increase in the level of
industrial competition, increases in raw material prices, and declining consumer purchasing power. The
company must continue to strive to maintain its survival, and the progress of the company depends
entirely on the company's ability to create and foster competitiveness that can adjust quickly to changes
that occur.
Based on these explanations, a more in-depth study will be conducted and focused on the
influence of CRM on product quality, competitive advantage and marketing performance of the small
food industry in East Java.
2. The Influence of Customer Relationship Management on Product Quality and Competitive ..
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II. LITERATURE REVIEW AND HYPOTHESES
2.1 Customer Relationship Management
Customer relationship management is the process of building and maintaining relationships with
profitable consumers by providing products that are very valuable to consumers and making consumers satisfied
(Kotler and Armstrong, 2015). Customer Relationship Management is a way for companies to build
relationships with customers with the aim of maintaining customer loyalty and commitment to keep using the
company's products in question (Schiffman and Kanuk, 2013).
2.2 Product Quality
Product quality is a consumer assessment of the superiority or privilege of a product (Tjiptono, 2014).
Product quality is a potential strategic weapon to defeat competitors. Capability of product quality to show
various functions including durability, reliability, accuracy, and ease of use (Kotler and Armstrong, 2015);
Schiffman and Kanuk (2013).
2.2 Competitive Advantage
Competitive advantage is a benefit strategy for companies that collaborate to compete more effectively in
the marketplace. Competitive advantage, is basically growing and develops from the value, or benefits created
by the company for its buyers, which is more than the cost that must be incurred to create it. This value or
benefit is available to be paid by the buyer, and the superior value that comes from offering a price lower than
the competitor's price, for equal benefits or offering unique benefits that exceed the price offered (Porter, 2008).
2.3 Marketing Performance
Marketing is the main activity of the company, no company can survive if it is unable to market the
goods it produces well. Marketing is more dealing with customers compared to other marketing functions.
Understanding, creating, communicating, and giving value to consumers is the core of modern marketing, so
marketing is the process of giving satisfaction to consumers to earn profits (Kotler and Armstrong, 2015;
Minztberg, 2007; Haiyang and Kwaku, 1999).
2.4 Research Framework and Hypothesis
Based on the literature review and discussion described earlier, a research framework can be developed
that explains the relationship between research variables. Figure 1 illustrates the relationship between customer
relationship management, product quality, competitive advantage and marketing performance.
Figure 1: Research Framework
In this study the proposed hypothesis is as follows:
1. Customer relationship management has a significant effect on product quality.
2. Customer relationship management has a significant effect on competitive advantage.
3. Customer relationship management has a significant effect on marketing performance.
4. Product quality has a significant effect on competitive advantage.
5. Product quality has a significant effect on marketing performance.
6. Competitive advantages have a significant effect on marketing performance.
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III. RESEARCH METHODES
This research is a causal study that will prove the causal relationship between independent variables
(CRM), intervening variables (product innovation and competitive advantage) and non-independent variables
(marketing performance). The study population is all small food business owners in East Java. The analysis
technique uses the analysis of the Structural Equation Model with the Warp PLS analysis tool. The number of
samples studied was 200 respondents (Slovin). While the sampling method uses a purposive sampling method.
The criteria for respondents are entrepreneurs who are still actively working for at least the last 1 year.
VI. RESULT AND DISCUSSION
4.1 Descriptive data analysis
This study uses a questionnaire instrument with a Likert scale. CRM variables, use 3 indicators adopted
from Sheth et al. (2002), namely: individual marketing, sustainable marketing, and partnership programs.
Product quality uses 5 indicators adopted from Zeithalm (1988); Tjiptono (2014); Kotler and Armstrong (2015),
namely: special, reliable, easy to use, aesthetic, and durability. Competitive advantage uses 4 indicators adopted
from (Droge and Vickery, 1999; Song and Parry (1997), namely: product uniqueness, instability or difficult to
imitate, product quality and competitive prices. Marketing peformance uses 4 indicators adopted from
Bharadwaj et al. (1993), Zhou et al. (2009), Voss and Voss (2000), namely: sales volume, sales growth rate,
customer growth and profitability.
Table 1: Characteristics of respondents (N = 200)
Characteristics Frequency Percent
Gender
Age (years)
Level of education
Long time doing business
Men
Women
≤ 20
21-35
36-50
≥ 51
Not high school
High school
diploma
Bachelor
≤ 1 year
2-4 year
≥ 5 year
127
73
15
71
82
32
22
82
78
18
17
68
115
63,5
36,5
07,5
35,5
41,0
16.0
11,0
41,0
39,0
09.0
08,5
34,0
57,5
Descriptive data analysis of 200 respondents showed that: Characteristics of respondents by sex were
predominantly male, namely 63.5% compared to women 36.5%. Characteristics of respondents based on age, it
is seen that the dominant age range of 36-50 years is 41.0%, in the age range of 21-35 years is 35.5%, in the age
range ≥ 51 years is 16.0%, and the rest is in the range age ≤ 20 years at 7.5%. The education level of the
majority of respondents was high school, which reached 41.0%, diploma education was 39.0, while the rest were
undergraduate at 9.0%.Characteristics of respondents based on the length of time they have been in business, it
can be seen that respondents have done business more than 5 years as much as 42.5%, and ranges from 2-4
years amounted to 34.0%, and the remaining less than 1 year at 8.5%
4.2 Test of research instruments
Validity Test
From the result of Pearson product moment correlation, it is known that all questionable items in the
questionnaire have a significant correlation at the error rate of 5%, so it can be said all the questionable items are
valid (Table 2).
Reliability Test
With cronbach alpha test (α) in this research indicate that all research variables are reliable, because all
of alpha coefficient value from each research variable is bigger than standardized (0,6), so that each question
item in measurement instrument can Used. The value of corrected total correlation items of all question items is
greater than 0.3(Table 2).
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Table 2: Validity and Reliability Test
Research
variables
Indicator Question
Number
Pearson
correlation
Coefficient
Alpha ()
CRM
Quality
Compet
Peform
Crm1
Crm2
Crm3
Qual1
Qual2
Qual3
Qual4
Qual5
Comp1
Comp2
Comp3
Comp4
Pefo1
Pefo2
Pefo3
Pefo4
01-03
04-06
07-09
10-12
13-15
16-18
19-21
22-24
25-27
28-30
31-33
34-36
37-39
40-42
43-45
46-48
0.925**
0.841**
0.985**
0.750**
0.907**
0.748**
0.980**
0.610**
0.847**
0.936**
0.844**
0.933**
0.755**
0.747**
0.825**
0.842**
0,929
0,829
0,690
0,771
CRM: Customer relationship management; Quallity: product quality; Compe: competitive advantage; Peform: marketing peformance
**. Correlation is significant at the 0.01 level (2-tailed).
4.3 Measurement of Fit overall Model
The Measurement of Fit overall Model was performed to show the entire Outer model and Inner model
of the study. Measuring the outer model (Table 3), informs that all indicators of the research variable are
significant and have values greater than 0.5. Thus each indicator can explain the variable construct.
Table 3: Measurement results of the outer model
Research variables Relationship Loading Factor () Probability
CRM
Quality
Compet
Peform
CRMcrm1
CRMcrm2
CRMcrm3
Qualqual1
Qualqual2
Qualqual3
Qualqual4
Qualqual5
Competcomp1
Competcomp2
Competcomp3
Competcomp4
Peformpefor1
Peformpefor2
Peformpefor3
Peformpefor4
0.767
0.982
0.956
0.932
0.951
0.960
0.803
0.931
0.900
0.790
0.966
0.970
0.849
0.945
0.757
0.970
0.000
0.000
0.000
0.000
0.000
0.000
0.000
0.000
0.000
0.000
0.000
0.000
0.000
0.000
0.000
0.000
4.3.1 Test the Validity of Research Variables
The validity test of the variables in this study was reported by convergent validity test and discriminant
validity test. Table 4, informs that the value of average variances extracted (AVE) for variable customer
relationship management, product quality, competitive advantage, and marketing performance shows that all
AVE values are greater than 0.5. This shows that all the values of the research variables meet the AVE
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requirements, so it can be concluded that all the convergent measures of the validity variable of the research are
good.
Table 4. Average variances Extracted (AVE) and Correlations among latent variables
Variable AVE CRM Quality Compet Peform
CRM 0.636 0.798 0.148 0.755 0.525
Quality 0.683 0.148 0.695 0.233 0.411
Compet 0.712 0.455 0.233 0.716 0.598
Peform 0.653 0.525 0.411 0.598 0.673
Discriminant validity is indicated by the value of AVE, s (square roots of average variance extracted),
where the value of AVE, s is in the diagonal position of the correlations of the Warp PLS output, and the
expected value is greater than the correlation value on the same block . As shown in Table 5, where the overall
value of the diagonal block is greater than the value of the same block. This shows that all variables meet the
expected discriminant validity criteria.
4.3.2 Research Variable Reliability Test
Test reliability of research variables was measured by two criteria, namely composite reliability and
cronbach's alpha. A variable is declared reliable if the composite reliability, value is greater than 0.7 and the
cronbach alpha value is above the value 0.6.
Table 5. Reliability Test Results
Variable Reliability
Composite Reliability Cronbach’s Alpha
Customer relationship
Management
Product quality
Competitive advantage
Marketing Performance
0.827
0.796
0.805
0.768
0.675
0.674
0.675
0.698
Based on the output results in Table 5, inform that all research variables have composite reliability values
greater than 0.7 and cronbach's alpha greater than or equal to 0.6 so it can be concluded that the structural model
used is good.
4.3.4 Evaluate the goodness of fit model
The results of data processing using a sample of 200 indicate the APC value is 0.321, the ARS value is
0.368, the AARS value is 0.362 with a significance <0.001 which means the model is fit. From the values
obtained, then it can be interpreted that the model is good enough to explain the phenomenon studied.
Figure 2: Coefficient of Research Model Path
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4.3.5 Hypothesis testing
Hypothesis testing is based on the estimated significance value of the research model parameters shown
in Table 6.
Table 6: Hypothesis Testing
H Relationship Standardized
Coefficient
SE P Decision
H1 CRM Inova 0,188 0.061 0.003 accepted
H2 CRM Compet 0,751 0.068 0,000 accepted
H3 CRM Peform 0,192 0, 061 0,003 accepted
H4 Quality Compet 0.099 0, 069 0,078 reject
H5 Quality Peform 0.299 0, 067 0,000 accepted
H6 Compet Peform 0.385 0, 066 0,000 accepted
CRM: Customer relationship management; Quality: product quality;Compet: competitive advantage; Peform:
marketing peformance
There is the influence of CRM on product quality of 0.188, with a P value of 0.003. This shows that H1
is accepted. CRM against competitive advantage is 0.751, with a value of P = 0,000. This shows that H2 is
accepted. CRM on marketing performance is 0.192, with a P value of 0.003. This shows that H3 is accepted.
There is the effect of product quality on competitive advantage of 0.099, with a value of P = 0.078. This
indicates that H4 is rejected. Product quality on marketing performance is 0.299, with a value of P = 0,000. This
shows that H5 is accepted. Competitive advantage towards marketing performance is 0.385, with a value of P =
0,000. This indicates that H6 is accepted.
4.4 Discussion
The results of this study can be an alternative model of customer relationship management, product
quality, competitive advantage in marketing performance in the snack industry in East Java. To get a more
comprehensive discussion, the results of this study are explained as follows:
Effect of CRM on Quality Products
The acceptance of hypothesis 1 indicates a significant influence of the CRM variable on the product
quality of the small-scale food industry in East Java. This result explains that CRM contributes to the increase in
product quality of the small food industry in East Java by 18.8%. From the factor analysis, it is known that the
dominant factor that forms the CRM of the small food industry is sustainable marketing, meaning that
respondents prioritize marketing which is carried out continuously by offering membership cards that are
expected to attract customers; provide attractive discounts for each customer so that they are expected to remain
loyal customers; and provide vouchers for each customer that are expected to attract customers. The dominance
of this continuous marketing indicator for forming CRM variables, informs that, the small food industry,
deserves more attention to this sustainable marketing indicator, because by doing sustainable and good
marketing continuously, it will be able to push up the implementation of CRM, which ultimately traders will try
to increase product quality small food industry. This can be done by continually providing and offering
discounts and also offering membership cards that can attract consumers to come and buy back the products
offered. And also maintaining the quality of the products offered will be even better if the quality of the product
is increased at any time. Not many researchers have connected CRM with product quality, so this has become a
new and important finding in this research.
Effect of CRM on Competitive Advantage
The acceptance of hypothesis 2 explains that CRM contributes to the increase in the small-scale
industry's competitive advantage by 19.2%. Customer relationship management is the process of building and
maintaining relationships with profitable consumers by providing products that are very valuable to consumers
and making consumers satisfied. CRM is also a way for companies to build relationships with customers with
the aim of maintaining customer loyalty and commitment to keep using the company's products. Thus, it is clear
that if CRM is done well and continuously, it will become a big advantage for the company, because the CRM
strategy is very appropriate to increase the competitive advantage for the small food industry, especially for
small-scale industrial entrepreneurs in East Java. Many studies have also proven the existence of a positive
relationship between CRM and competitive advantages such as Chadhiq (2013); Alipour and Mohammadi
(2011).
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Effect of CRM on Marketing Performance
The acceptance of hypothesis 3 explains that CRM contributes to the increase of the small food industry's
competitive advantage by 19.2%. In order for a CRM program to be successful, it is important to note that
CRM, not just processing data, is a part of technology (Schiffman and Kanuk, 2013). The effectiveness of a
CRM program starts from the database. A good database will benefit the company. Customer data is very
important, because by analyzing the data will know the specific needs of each customer, to facilitate the
company to provide services and meet their needs and desires. Automation will also make it easier for
companies to get customer sympathy, responses and positive responses, which ultimately increases their buying
interest. Sheth et al. (2002) states that customer relationship management is a very comprehensive strategy, in
the process of getting customers, maintaining, and dealing with customers in creating superior value for
companies and customers. Many studies have also proven the existence of a positive relationship between CRM
and competitive advantages such as by Djunaedi et al. (2017); Panjaitan & Panjaitan (2012); Fozia et al. (2014).
Effect of Quality Products on Competitive Advantage
The failure to accept hypothesis 4 shows that product quality does not contribute to the performance
improvement of the marketing of the small food industry. From the factor analysis, it is known that the
dominant factors that make up the product quality variable are easy to use customers. This means that
respondents agree that small food products produced and sold are easy to consume. On the results of this study
indicate that snacks sold today are still not easy to use or have not been easy to enjoy, this can occur because
there are wrappings that are not good, even packaging that is not yet hygienic, this was responded negatively by
the respondents. Therefore, small food products should have been made in such a way that they are easy to
consume, also kept to be hygienic so that consumers are happy to consume them. With the insignificance of the
influence of product quality on competitive advantage, it is appropriate for small food industry entrepreneurs
consider increasing the quality of their products. This can be done with various product innovations, with good
packaging, and also hygienic products. In contrast to the results of this study, many studies have proven that
there is a positive relationship between product quality and marketing performance including Lakhal (2009);
Prajogo (2007)
The Effect of Product Quality on Marketing Performance
The acceptance of hypothesis 5 informs that the effect of the product quality variable on the marketing
performance of the small food industry is significant. Product quality contributes to improving marketing
performance by 29.9%. To achieve the desired product quality, a quality standardization is needed. This method
is intended to keep the products produced meet the established standards so that consumers will not lose trust in
the product concerned. This should also be done by the small food industry in East Java. Marketers who do not
pay attention to the quality of the products offered will bear consumer disloyalty so that the sale of their
products will tend to decline. If marketers pay attention to quality, even reinforced by advertising and
reasonable prices, consumers will not think long to make purchases of products (Kotler and Armstrong, 2015).
Many studies have also proven the existence of a positive relationship between product quality and marketing
performance including Suchánek et al. (2014); Dunk (2007).
Effects of Competitive Advantage on Marketing Performance
The acceptance of hypothesis 6 indicates a significant influence of competitive advantage on
the marketing performance of the snack industry in East Java. This result explains that competitive
advantage contributes to the improvement of the marketing performance of the small food industry in
East Java by 38.5%.From the factor analysis, it is known that the dominant factor that forms the small
food industry competitive advantage is competitive prices, meaning that respondents prioritize the
existence of products at affordable prices and even prices that do not make the burden for consumers,
with appropriate and affordable prices. Satisfaction and thus consumers will also buy with a large
quantity. This will certainly make a good income for small food entrepreneurs. This of course can be
done by increasing the quality of the product and providing a reasonable price for the product. Many studies
have also proven that there is a positive relationship between product quality and marketing performance,
including by Nuryakin (2018); Soegoto (2009); Zhou et al. (2009); Mozaheb et al. (2015).
V. CONCLUSIONS AND RECOMMENDATIONS
From the results of testing of the model in this study, it was able to explain the role of CRM on the
relationship between product quality, competitive advantage and marketing performance of the small food
industry in East Java. The results of this study are meaningful contributions, especially in the management of
marketing strategies, which are associated with the CRM of the small food industry in East Java.
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*Corresponding Author: Soesanto www.aijbm.com 80 | Page
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*Corresponding Author: Soesanto
(Lecturer at Al-Anwar Mojokerto College of Economics, Indonesia)